Conversational agents in online organization–stakeholder interactions: a state-of-the-art analysis and implications for further research

Syvänen, Salla; Valentini, Chiara

doi:10.1108/jcom-11-2019-0145

Cited by 38 publications

(32 citation statements)

References 55 publications

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“…Chatbots are a prominent AI-based technology, and as such in principle addressed by the broader concern for ethics and privacy in technology research in general and in AI-based technology in particular. Nevertheless, as noted in a review of the chatbot literature, there has been an initial lack of ethical discussion in chatbot research [102]-though noteworthy exceptions to this exist, such as the exploration of ethical and social considerations for conversational AI by Ruane et al [91]. The ethical discussion in chatbot research may, however, be gaining traction motivated, for example, by Bender et al's [9] critical overview of ethical risks pertaining to large language models.…”

Section: State Of the Artmentioning

confidence: 99%

Future directions for chatbot research: an interdisciplinary research agenda

et al. 2021

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Chatbots are increasingly becoming important gateways to digital services and information—taken up within domains such as customer service, health, education, and work support. However, there is only limited knowledge concerning the impact of chatbots at the individual, group, and societal level. Furthermore, a number of challenges remain to be resolved before the potential of chatbots can be fully realized. In response, chatbots have emerged as a substantial research area in recent years. To help advance knowledge in this emerging research area, we propose a research agenda in the form of future directions and challenges to be addressed by chatbot research. This proposal consolidates years of discussions at the CONVERSATIONS workshop series on chatbot research. Following a deliberative research analysis process among the workshop participants, we explore future directions within six topics of interest: (a) users and implications, (b) user experience and design, (c) frameworks and platforms, (d) chatbots for collaboration, (e) democratizing chatbots, and (f) ethics and privacy. For each of these topics, we provide a brief overview of the state of the art, discuss key research challenges, and suggest promising directions for future research. The six topics are detailed with a 5-year perspective in mind and are to be considered items of an interdisciplinary research agenda produced collaboratively by avid researchers in the field.

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Section: State Of the Artmentioning

confidence: 99%

Future directions for chatbot research: an interdisciplinary research agenda

et al. 2021

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“…However, this three-level hierarchy is not representative of the findings of this survey. In fact, Syvänen and Valentini [122] demonstrate that terms like chatbot, virtual assistant, agent, conversational bot or even robot are used without an explicit definition in the majority of studies. And when a definition is provided, they are generally used indistinctly among literature with varied definitions, whose differences are not significant.…”

Section: Terminology (F1)mentioning

confidence: 99%

“…If we focus on these definitions and the descriptors used, they are generally described as computer programmes [122], tools [98] or software systems [30,94] which are capable of simulating a human conversation [103,107,126] using natural language [56,70] or even artificial intelligence techniques [84,98]. Additionally, they are also occasionally described as voice or text interfaces [39,98] providing access to a set of services or functionalities [61,103].…”

Section: Terminology (F1)mentioning

confidence: 99%

“…Conversational agents, chatbots, dialogue systems and virtual assistants are some of the terms used by scientific literature [122] to describe software-based systems which are capable of processing natural language data to simulate a smart conversational process with humans [23]. These conversational mechanisms are built and driven by a wide variety of techniques of different complexity, from traditional, pre-coded algorithms to emerging adaptive machine learning algorithms [89].…”

Section: Introductionmentioning

confidence: 99%

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Conversational Agents in Software Engineering: Survey, Taxonomy and Challenges

Motger¹,

Franch²,

Marco³

2021

Preprint

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The use of natural language interfaces in the field of human-computer interaction is undergoing intense study through dedicated scientific and industrial research. The latest contributions in the field, including deep learning approaches like recurrent neural networks, the potential of context-aware strategies and user-centred design approaches, have brought back the attention of the community to software-based dialogue systems, generally known as conversational agents or chatbots. Nonetheless, and given the novelty of the field, a generic, context-independent overview on the current state of research of conversational agents covering all research perspectives involved is missing. Motivated by this context, this paper reports a survey of the current state of research of conversational agents through a systematic literature review of secondary studies. The conducted research is designed to develop an exhaustive perspective through a clear presentation of the aggregated knowledge published by recent literature within a variety of domains, research focuses and contexts. As a result, this research proposes a holistic taxonomy of the different dimensions involved in the conversational agents' field, which is expected to help researchers and to lay the groundwork for future research in the field of natural language interfaces. CCS Concepts: • General and reference → Surveys and overviews; • Human-centered computing → Natural language interfaces.

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“…Su función se fundamenta en tres áreas como: canal de interacción, experiencia de usuario y ejecución de respuesta estas se demuestran en la Figura 2 (Syvänen y Valentini, 2020).…”

Section: Funcionalidad De Un Agente Conversacionalunclassified

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2021

3C Tecnología

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Since the origin of cell phones, the development of mobile applications has grown exponentially, opening a new field of research in the field of software engineering. The need to produce an application with high quality indices has led to the study and formulation of new methodologies that cover all the corresponding aspects related to quality and production time.The objective of this research is to carry out an exhaustive study to extract relevant data from each framework through bibliographic and field research for the construction of a state of the art that verifies through an analysis the methodology indicated for the development of mobile applications. The result obtained from the analysis shows that, despite finding a certain similarity between the methodologies with agile principles, Scrum is characterized as the indicated methodology for the development of mobile applications. This fact gave rise to the emergence of new software development methodologies with approaches to the so-called agile practices whose objective is the production of quality software.

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Conversational agents in online organization–stakeholder interactions: a state-of-the-art analysis and implications for further research

Cited by 38 publications

References 55 publications

Future directions for chatbot research: an interdisciplinary research agenda

Future directions for chatbot research: an interdisciplinary research agenda

Conversational Agents in Software Engineering: Survey, Taxonomy and Challenges

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